Big changes are coming to the airline industry – as airlines are realizing they need to regain the trust of their most important asset, their customer.
The national Net Promoter Score index recently ranked airlines near the bottom of the list for brand loyalty and customer satisfaction. The survey has been a wake-up call for industry leaders who realize they need to reverse current trends to win back customer loyalty and stay competitive.
One major airline is incorporating a new technology, developed by Accentedge, that uses Sentiment Analytics to better understand their customer.
Since 70% of human communication is non-verbal, Sentiment Analytics measures non-verbal cues throughout the customer journey to give a more accurate picture of the customer’s experience.
The technology allows the airline to see problem areas in real time, and then make both short- term and long-term adjustments to alleviate the problem.
Some changes fliers can expect to see as a result of this new customer-focused approach:
By understanding their customer at every step of their journey, airlines are now using this technology to drive priorities to improve all aspects of airline travel and customer experience.
At Accentedge, we provide the tools that leading companies use to transform their industry – and win back customer loyalty.